JOB TITLE:            Service Technician                       

STATUS:                  Non-Exempt

DEPARTMENT:         Operations

REPORTS TO:          Service Supervisor

FULL/PART-TIME:     Full-Time – requires on-call hours 

Our Culture:

At Northland, we don’t believe in ceilings. We encourage personal and professional development by maintaining a challenging yet rewarding work environment. 

We believe we you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative.

The Mission

The Service Technician is responsible for maintaining, installing, troubleshooting, and programming all Northland Equipment, hosted solutions, applications, and services. This requires a mix of onsite visits engaging directly with customers, remote work and lab time to ensure all of Northland’s products are maintained to the highest levels remote and at customer sites.  You will work cross functionally tapping into all of Northlands teams including NOC, CO, Network Engineering to solve complex technical issues for our Enterprise clients.

This is how you can make an impact at Northland:

Working within a team environment you will perform tasks such as installing and troubleshooting our products and services within optimal timeframes, determining what solution will be most effective, all while delivering excellent customer service.  Our team has a tiered support structure, and we tackle complex technical issues in a collaborative manner through strong data analysis, creativity, and critical thinking.  You will report to the Service Supervisor.   

ESSENTIAL JOB FUNCTIONS:

• Configures, installs, troubleshoots, and maintains networking environments including Ethernet, data equipment, TCP/IP, VLANs, DHCP and QoS
• Ability to install, terminate and troubleshoot various industry standard cabling and utilize test equipment to certify
• Ability to troubleshoot complex technical issues to include:
  • Private networks:  this may include working with customers and their IT vendors for success
  • Internet connectivity issues
  • Dial tone issues
  • Fax, SIP, PRI
  • Long distance
• You will use tools such as Viavi Tberds/Smartjacks, Laptops, hand tools, Net Ally Link Runner
• Works closely with Sr. NOC Technicians, NOC Advanced Support, Customers, and 3rd party vendors to ensure timely completion of daily service tickets and work orders
• Ability to install and perform troubleshooting on all Northland products and platforms including but not limited to Business Unlimited, Avaya IP Office, Metaswitch, Nortel, Norstar, BCM, voicemail, call-center, reporting, and various 3rd party applications.
• Ability to troubleshoot and complete quality CLEC jobs independently
• Works with operating systems and applications including Windows, MS Office; computer support including PC hardware and configurations and troubleshooting
• Completes Survey requests from Engineer
• Completes all administrative tasks as required such as service order queue steps and work orders with any necessary billing information
• Works towards achieving required Industry certifications

ACCOUNTABILITIES:

• Deadlines for Technician include customer deadlines and production deadlines.
• The Technician is continually required to perform duties beyond the normal workday and is required to work on call hours as necessary.
• Ability to work in all cities and markets that Northland Communications services.

• Must carry company provided cell phone during work hours and when on call.
• Must complete all paperwork, training, and reporting in accordance with departmental standards. This includes but is not limited to maintaining daily outlook schedule and being clocked into trouble tickets, work orders, and tech time tickets at all times during business hours.

• Must have a high level of professionalism, communications skills, PC skills and be able to work independently without direct supervision.
• Maintains good relationships with customers and respond to their requests. 
• Must be able to assess customer needs to effectively recommend a configuration solution. Provides direction and support remotely and in the field to other technicians based on need.
• Must ensure the company vehicle and company provided equipment is always properly cared for.

SUPERVISORY RESPONSIBILITIES:

The Technician does not have any supervisory responsibilities.

MINIMUM JOB QUALIFICATIONS:

• High school degree required, Experience with PC required and ability to work independently 
• A valid driver’s license and transportation
• Some data related background and ability to setup and troubleshoot networking issues related to VOIP issues
• Strong Customer service, communication, and decision-making skills
• Good working knowledge of Category 3, 5, 5E and 6 voice/data wiring platforms, and industry color codes and standards
• Ability to be independently on-call for services and Equipment

PREFERRED JOB QUALIFICATIONS:

• Associate degree with 1 –2 years of experience in telephone or electronics experience
• Certifications for A+, Network + and CCNA or other network certifications desired
• Product knowledge of Adtran and Cisco products
• Certification of Nortel and Avaya products
• Familiarity with the Avaya PBX, Nortel Meridian 1 PBX and Mail products 
• Understanding of data networks as applied to VOIP communications.
• Understanding of voice transmission delivery methods and the types of service provided across Copper, fiber, POTS, T1, T3, SIP, CAS, VOIP Transmission, analog transmission, digital transmission etc.
• Familiarity with high-speed data, what it’s used for and, how it’s delivered

EQUIPMENT AND MACHINES USED:

• Ability to use calculator, computer, digital telephone, fax machine, and cell phone Avaya IP Office Telephone systems and Voicemail
• Ability to use the following software:  Microsoft Word, Excel, Outlook Express (E-Mail)

LICENSES/CERTIFICATIONS:

A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary.

EMPLOYER'S DISCLAIMER:

• All offers of employment are contingent on successful results from a background check.  If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.  
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee holding this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
• This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

• We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.